Retention Specialist

About Calo
Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers. 

Launched in Bahrain in 2019, we have since expanded to 5 countries in the region, delivered millions of meals to our customers, and launched our very own Grab & Go Cafe concepts.

We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here. 

Role Overview
We’re looking for a Retention Specialist to join our Growth team who’s committed to redefining our customer's experience and continuously improving our growth journey. We’re seeking a skilled and innovative team player to lead our customer retention and loyalty programs from understanding customer insights all the way to championing the action steps that would improve retention across different teams at Calo.

Please note that this is a remote position.

Main Responsibilities

• Develop and execute robust customer retention strategies, aiming to minimize churn and enhance customer lifetime value
• Take charge of building and managing CRM software while leveraging the platform to create targeted and personalized campaigns, monitor customer behavior, and predict trends
• Lead the creation and management of retention campaigns, utilizing A/B and multivariate testing to optimize performance and results
• Craft innovative approaches to revive churned users and maintain a high engagement level with existing customers while utilizing segmentation strategies to personalize communications and offers
• Collaborate with cross-functional teams to integrate customer feedback into product development and service enhancements
• Develop and manage loyalty programs that incentivize continuous subscriptions and customer advocacy
• Use analytical tools to derive actionable insights from customer data, fostering proactive decision-making in customer retention strategies
• Stay up to date on market trends, competitor offerings, and customer preferences to inform and adapt retention strategies accordingly
• Collaborate with the finance team to establish and oversee budgets for retention initiatives and campaigns
• Regularly prepare and present detailed reports on retention metrics, campaign outcomes, and future strategies to senior management

Ideal Candidate

Qualifications

• Bachelor's degree in Marketing, Business Administration, or any related field
• 3 - 5 years of experience in customer retention or loyalty programs, preferably in the food & beverage or subscription-based industry but not required 
• Demonstrated experience in campaign management
• Excellent communication and interpersonal abilities
• Proficiency in English; fluency in Arabic is a plus

Knowledge and Competency

• Experience creating and implementing growth plans in alignment with overall business objectives, striking a balance between longer-term strategic brand-building activities, mid-term lead generation, and nurturing to build a pipeline to achieve targets
• Proficiency in marketing automation technology, such as Clevertap, Braze, MoEngage, Amplitude, Netcore, Marketo, Adobe Campaign, or similar software
• Deftness in using analytical and database tools, such as Advanced Excel, Adobe Analytics, Google Analytics, etc.
• Strong analytical, quantitative, and data interpretation skills with a working knowledge of SQL and Python
• Proven experience in A/B and multivariate testing, as well as campaign optimization

Personality

• Strong communicator 
• Collaborative attitude and ability to work effectively with cross-functional teams
• Friendly and pleasant personality that is able to lead with empathy and patience 
• A go-getter who is always up for a challenge
• Strong problem-solving skills